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POSITION PROFILE:

The Field Representative II is responsible for providing daily support, service, repair, and ensuring ongoing availability of RICOH‑managed devices within a designated geographic territory.

This role responds to customer service requests, device alerts, technical support needs, and training requirements with a strong focus on customer experience. Responsibilities include device installation, setup, preventative maintenance, and routine servicing of RICOH and third‑party printers, multifunction devices, and other Service Advantage assets (e.g., thermal printers, lockers, robots).

Duties may also include printer hardware procurement and management of on‑site parts and consumables inventory.

JOB DUTIES AND RESPONSIBILITIES

Ensure all service level agreements (SLAs) between RICOH and the customer are met.
Respond to customer support requests and resolve issues quickly, accurately, and professionally.
Maintain an accurate asset list and device locations using fleet management tools and databases.
Replenish and replace consumables and supplies at assigned locations.
Monitor device service and supply alerts daily; resolve requests to maintain SLA‑required availability.
Support fleet‑optimization efforts by identifying over‑/under‑utilized, frequently serviced, and exception devices.
Provide training to end users on equipment features and functionality.
Perform full‑scope servicing and repairs, including troubleshooting, diagnostics, installation, component replacement, hot swaps, removal, and retrofits.
Document all service calls using RICOH OFSC and customer systems as applicable.
Use available support resources to minimize field dispatch; escalate issues to Level 2 when needed.
Proactively communicate problem‑resolution status to customers.
Provide end‑user remote‑access guidance and document troubleshooting details thoroughly.
Assist with hot‑swap tasks, including providing jack numbers, IP addresses, and coordinating device remapping.
Report to proper channels any network, workstation, or application issues supported by the customer.
Perform basic and advanced installations, including IP setup, driver downloads, and customer training.
Follow the IMACD process and coordinate tasks while communicating status updates promptly.
Move desktop printers only when approved through the SR process.
Maintain adequate inventory levels for supplies and ensure they meet device‑volume requirements.
Order supplies and maintain correct PAR (Periodic Automatic Replacement) levels.
Return unused or excess RICOH‑owned supplies as required.
Manage on‑site hardware inventory and hot‑swap inventory.
Document and report all fleet meter reads.
Complete technical training on new equipment as assigned.
Support inventory and implementation projects.
Complete all administrative tasks accurately and on time.
Maintain a professional appearance and positive demeanor.
Perform other duties as assigned.

QUALIFICATIONS (Education, Experience, Certifications)

Typically requires:

High School Diploma (or equivalent); additional education preferred.
IT Help Desk Support experience (application & hardware support) preferred.
Technical training and certifications; HP certifications strongly preferred.
Completion of Ricoh Learning Institute coursework within the timeframe set by management.

KNOWLEDGE, SKILLS & ABILITIES:

Excellent customer service skills.
Strong interpersonal and verbal communication skills.
Ability to follow up to ensure full issue resolution.
Strong project‑management and task‑prioritization abilities.
Strong technical knowledge of network and site‑specific printers.
Strong understanding of RICOH products.
Working knowledge of electro‑mechanical devices, electrical circuitry, electronics, and digital systems.
Methodical problem‑solving skills.
Ability to read and understand technical manuals, part books, and related documentation.
Ability to follow established guidelines with limited judgment, particularly when troubleshooting and determining service needs.

WORKING CONDITIONS, MENTAL & PHYSICAL DEMANDS:

Works primarily in an office environment with standard lighting, ventilation, temperature, and noise levels.
Requires internal communication with other departments and external interaction with customers, agencies, vendors, etc.
Work assignments vary; past precedents guide resolution, though new alternatives may be developed.
Requires modest physical effort, including walking, standing, bending, reaching, lifting items up to 50 lbs.
Requires frequent use of hand tools (screwdrivers, pliers, wrenches, testing equipment) with emphasis on fine‑motor skills for small mechanical/electronic components.

Note:
The above statements describe the general nature and level of work performed for this role and are not intended to be an exhaustive list of all responsibilities, skills, or working conditions.

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